Area Manager Aftersales
BMW Group Middle East
Total years of experience :16 years, 10 Months
• Manage all aftersales businesses in five countries in the region (Oman, Qatar, Bahrain, Lebanon, Syria & Iraq).
• Responsible for providing management expertise & support to BMW importers with respect to service, parts, accessories, warranty, customer satisfaction, and coaching.
• Create a detailed business plan for each respective market and work together to deliver all agreed targets.
• Creating a logical business approach to targets & goals by building business cases showing the potential profit to importer’s management & business owners for achieving targets.
• Coach aftersales managers, service manager & parts managers to deliver the relevant KPIs.
• Support in parts logistic escalation matters and find solutions in cooperation with BMW central logistic department.
• Promotes and supports the implementation of Aftersales initiatives and programs such as Service Reception at the car, Customer Retention / Loyalty, High-Performance Management, Body & Paint Health Check, etc.
• Proactively monitor & manage key performance indicators (KPIs) & best practice processes to meet & exceed business growth & profitability goals while protecting the best interest of BMW Group.
• Steer warranty and goodwill process at the markets.
• Steer and increase the customer satisfaction level by monitoring the VOICE OF CUSTOMER program (VOC), and conducting regular customer board meetings at the importer level.
• Managing additional programs such as Brand Protection, Roadside Assistance & Mystery Shopping for service & parts.
The main responsibility was to manage different type of special projects related to sales and after sales departments. The projects required overseeing and evaluating customer interaction with importers and call centers. In addition to that, they needed setup and rollout of new services.
Connected Drive (Telematic Services):
• Handled the Connected Drive communication & coordination with the central departments, BMW importers & business partners.
• Managed rollouts of markets and ensured smooth implementation.
• Identified sales and service processes and best practices for Connected Drive service activation and demonstration for customers during the PDI and service delivery.
• Identified prices; options’ take rates, ordering rules and training contents for BMW Middle East importers.
• Assisted in ConnectedDrive marketing and media activities.
• Identified ConnectedDrive call centers processes and evaluating their performance concerning type and level of provided services. Total of 5 call centers located in different locations such as UAE, Kuwait, and Germany.
• 2nd level support in technical issues.
Customer Satisfaction Index (CSI):
• Developed regional sales and service CSI program in cooperation with internal and external partners.
• Supported BMW importers to ensure best customer experience within the sales and aftersales departments.
• Consistently monitored and evaluated the performance of 4 regional call centers and to ensure that BMW standards and KPIs are applied at 9 importer call centers in the region.
• Continuously monitored & evaluated regional CSI strategies and data quality for sales & after sales departments through various statistical and monthly reporting methods. Besides, recommending solutions for improvement.
• Identified weak links and handle it positively with an eye on strategic opportunities for long-term solutions.
• Setting regional balance scorecard targets in cooperation with BMW central department, as well as setting CSI targets for BMW Middle East importers.
• Development of tools and processes to ensure constant data management at BMW importers.
• Setting KPI for customer complaint management, as well as monitoring the regional complaint resolution ratio.
• Managed & developed the landscape of CSI related systems in liaison with call centers, BMW importers and responsible IT.
• Competitive Multi-Brand CSI Study: Continuously monitored and reported the results, communication, and coordination with internal departments and external partners (Mercedes Benz, Audi, Land Rover, and Jaguar).
Mystery Shopping Programs (Sales, Service & Parts)
• Designed Sales & Service questionnaires based on BMW Group standard processes.
• Designed typical customer interaction scenario to evaluate Sales & Service advisors’ performance.
• Monitored individual market performance via monthly statistical reports and recommended activities for improvement.
• Presented the market performance to the respective area managers and followed up on the development progress.
• Managed the reception area to ensure that every walk-in customer is attended up to the standard level.
• Provided training and coaching for a team of 6 service advisors, 2 receptionists, and 5 service coordinators.
• Dealt with challenges and sensitive complaints.
• Identified areas of improvement and conducted relevant training courses accordingly such as customer service, communication skills and complaint management.
• Conducted regular meetings to ensure employee satisfaction and motivation are up to standard.
• Generated weekly and monthly report to the top management in regards to setting up standards and KPIs.
• Coordinated with General Motors Middle East in regards to escalated cases and goodwill requests.
• Ensured communications skills are up to standard between customers, service advisors, and workshop.
• Contracted to Al Zubair Automotive Co. (Authorized Audi and Chrysler dealership in Muscat, Oman).
• Developed and delivered customer service training courses to all customer-facing staff (Sales, Service & Parts).
• Introduced best practices in all operations of the dealership to meet Al Zubair’s standards.
• Conducted Consultative, Sales, Service, and Parts training for Al Zubair Automotive customer-facing staff.
• Conducted ‘Think Customer Enthusiasm’ sessions to all levels of dealer staff to ensure the best customer ownership experience.
• Delivered the following training courses for Al Zubair Training Academy; Customer Service, CRM and Time Management.
Contracted to General Motors Middle East, Seconded to Al Issa Automotive Co (Riyadh)
• Built and initiated the CRM Department to ensure the highest standards of implementation.
• Recruitment of Al Issa call center agents and managed a team of 12 Customer Service Agents and 1 supervisor.
• Managed all activities of the Customer Communication Center; Such as complaint management, prospects, lead management, Tele-marketing, general inquiries, and customer satisfaction surveys.
• Implemented CRM strategies by setting infrastructure & processes to assist in maximizing profit & increase customer satisfaction.
• Continuously evaluated CRM strategies through various statistical and monthly reporting methods.
• Followed General Motors standards to streamline processes in the most efficient way.
• Organized and conducted orientation program and on the job training.
• Constantly monitored service quality to meet the highest customer satisfaction level.
Contracted to General Motors Middle East Office
(Customer Communication Center )
Handled variety of enquiries (CRM) from General Motors prospects and customers. Such as, the resolution of complaints (Sales & After sales), test-drives and product matters for existing & potential customers.
• Follow up phone calls to General Motors customers after sales delivery to ensure customer satisfaction.
• Worked with business partners in the region and top management in General Motors in order to come up with the best possible solutions.
• Solved customer complaints effectively and turn dissatisfied customers to satisfied in order to retain them.
• Attracted new customers through lead management techniques.
• Special personal service for the Royal families starts from taking the reservation passing by personal assistance during the stay till the check out
• Rooms reservations and handled all check-in and out for both individuals and groups
• Handled guests complaints, as well as handled all guest comments in order to achieve the best satisfactory for the guest during their stay and recorded for the next stays
• Communicated with other departments for events on the day
• Reviewed daily operation for front office department
• Special personal service for the Royal families starts from taking the reservation passing by personal assistance during the stay till the check out
• Rooms reservations and handled all check-in and out for both individuals and groups
• Handled all guest comments and achieve the best satisfactory for the guest during their stay and recorded for the next stays
• Communicated with other departments for events on the day
• Reviewed daily operation for front office department
• Handled guests complaints
Secondary School